CHAPTER I

INTRODUCTION

1.1 Background

Indonesia has many beautiful places or destination that really famous

in the world. Tourism in Indonesia also unexpectation grow really fast
with the unique of development, accessibility, transportation and
amenities that make guest easy to get the destination to enjoy the trip as
well. Bali Island is the one of island in Indonesia that has appreciation to
be the winner of best tourism in the world for 12 times.

Many factors to make Bali Island become the winner are. First, the
culture , even when Bali is not like Bali at the past time but the people
still hold the culture, from ceremony that Balinese people have to do,
traditional wearing, and the things that make Bali look like very unique
are never change at all. Second, the character, 80% the people in Bali are
really kind and friendly. Sometimes we will enjoying our trip if we have
friend that make us comfortable. Third, the destination, I think almost all
places in Bali are the beautiful places. Like the beach, waterfall, green
hill, lake, rice field and so many the other one. Bali also provides the
guest a lot kind of hotel, hostel, bungalow, homestay, and villa. Bali
offers the facilities completely, with the view and a good service.

From above we know that the foreigner will enjoy the facilities that
Bali has. I choose to learn more about tourism in my college, and in the
middle of my study I have to get a certificate training that written my
name for 6 months.
Hotel and Cruise International (H.I) is one of tourism and cruise
training centre in Singaraja that develop their students to be professional
workers in tourism industry. One of their programs that help the student to

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 hone their skill is by conducting Training/Internship Program. The
students need to practice what they get from college to the real work
practice in tourism Industry. The students need to conduct the
Training/Internship Program for 6 months.
H.I work together with many five and four stars hotels both in Bali and
abroad. They send their students to those hotels therefore the students can
learn from the experts in hotels. Royale Chulan Bukit Bintang, Kuala
Lumpur is one of hotel under Boustead Company that located in Bukit
Bintang, Kuala Lumpur, Malaysia, that works together with H.I.
The writer did the Training/Internship Program at ROYALE
CHULAN BUKIT BINTANG, KUALA LUMPUR as waitress from
August 24th, 2017 until February 23rd, 2018. The description of the
internship/training program will be described in this report.
1.2 Objectives

1. Practice the theory that we got from college to the place where we do
the job training
2. Know the differences of the theory from college and the real situation
3. Know kind of table set up in hotel
4. Know the job and responsibility of the department
5. Know how to work in team
6. Learn how to be a hard worker

1.3 Significances

1. Know the work environment in the hotel especially in food and

beverage department
2. Learn English language more because we always meet with the guest.
3. As an input for the management to improve the quality of service and
as a consideration for the management, especially personnel.

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 4. Can establish a good cooperation with the campus

CHAPTER II

GENERAL DERSCRIPTION OF THE HOTEL

2.1 Hotel and Restaurant Description

Pic 2.1 Royale Chulan Hotel

ROYALE CHULAN BUKIT BINTANG, KUALA LUMPUR named ROYALE

BINTANG KUALA LUMPUR. In 2004 Boustead hotels and resort bought over the
hotel and rebrand to its name. ROYALE CHULAN BUKIT BINTANG is owned by
Boustead hotels and resort sdn bhd.

1. Boustead Hotels And Resort Sdn Bhd.

a. Boustead Holdings Berhad, one of Malaysia's oldest conglomerates, can
trace its roots to 1828 when Edward Boustead founded a modest trading
company in Singapore, shortly after Sir Stamford Raffles established the
British Settlement in 1819.

b. Its core business during those pioneering days was primarily import and
export, as well as shipping and insurance agents. With trade growing

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 between the two territories and as the Straits of Malacca became more
important as a primary waterway between Europe and the Far East,
Edward opened a branch in Penang in 1864.
c. At the turn of the 20th century, Boustead in the year 1911 diversified its
business interest and began trading in rubber. Moving up the value chain,
the company expanded into the management and ownership of rubber
estates while exporting sheet rubber and latex. As the new nation, Malaya
grew rapidly, Boustead expanded its business interest to import and
distribution of a variety of goods.
d. In 1961, Boustead consolidated its various businesses to form a new
public listed company known as Boustead & Co. Limited. In 1966, the
entity changed its name to Boustead Holdings Berhad and in 1976, the
Group became a wholly-owned Malaysian entity.

Founder of Boustead Company is Mr. Edward Boustead on 1828. Mr.

Edward Boustead is one of Malaysia’s established diversified conglomerates.
It has 6 primary which as Plantation Division, Heavy Industri Division,
Property Division, Pharmaceutical Division, Finance and Investment
Division, and Manufacturing and Trading Division.

2. Corporate Vision
a. To hold strong to our tradition of delivering solid and stable growth while
nurturing talent that will bring about a higher level of excellence in all
endeavours that the Boustead Group undertakes.
3. Corporate Mission
a. To place the interest of our shareholders as the highest priority by
maximising shareholder value.
b. To acknowledge our employees as our most valuable assets.
c. To continue development of our human resources to retain a competitive
edge in the industry.

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 d. To accept the importance of our clients by providing products and services
of the highest quality.
e. To enhance our global position while proudly representing Malaysia.

4. Group Motto
a. A Tradition of Strength and Stability, A Vision of Growth and Excellence
5. Core Values
Respect
Dignity. Trust. Fair. Open. HonourWe believe in the inherent worth of
people and will honour relationships with our fellow employees, our
customers, our shareholders, our stakeholders and our community.

We measure respect for people by the way we treat each other, by the
contributions that flow from our diversity, by the productivity of our
relationships, and by a job well done, no matter what the job is.

a. Integrity

Honest. Truthful. Conscience. Sincere. Accountability

a. We adopt open and honest attitudes in all aspects.

b. We adhere to all sets of rules, regulations and guidelines.

c. We perform to our best ability at a very high standard whilst

continuously improving the quality of our products and services.

b. Teamwork

Unity. Harmony. Co-operation. Commitment. Collaboration

a. We collaborate and work co-operatively across cultures and

organizational boundaries to achieve shared goals and work towards
solutions which generally benefit all parties involved.

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 b. We share our beliefs and agree to a common cause to show our
commitment to each other's well being.

c. Excellence
Professional. Courage. Pride. Proactive. Competitive
6. Service process

1. Warm welcome
When our guest first arrive, a warm welcome is absolutely critical to
ensuring that their first imperesion of us is exceptional. Srvuce begins the
minutes the guest think that make contact with us, not when we think that
moment occurs. A genui smile, eye contact, and pleasant demeanor are key
element to this warm welcome. “good morning, sir!” “good morning ma’am!”
use the guest’s name whenever possible is a must. There is no sweter sound to
people than the sound of their own name .use it!
2. Compliance and anticipantion of needs.
When serving our guest, we always adjust our pace to the pace our
guests. We let the guest dictate the speed and manner in which they are
served. We comply with their needs, whises, and always anticipating what
they might need in the future. At the conclution of our servce, we always
asking if any other assistant to our guest to ensure their total satisfaction.
3. Fond farewell.
Just as we gave a warm and friendly greeting we also give a warm and
friendly farewell “good bye sir! Hope you enjoy stay with us and it was
memorable, please visit us agaim have a wonderfull and safe journey.” It is
farewell that leaves a lasting impression with their experience with us. Make it
excellence.

2.2 Standard Greeting and Verbiage.

1. External call.
Greetings : “selamatpagi/siang/sore/malam.

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 Identtification of identity : “royal chulan hotel”
Identification of self : “this is (mention your name)
Offer assistance : “how may I assist you”
Example :
“good morning, Royalle Chulan Bukit Bintang, Lusia’s speaking, how may I
assist you?”
2. Internal call
Greeting : “ Good morning/afternoon/evening.”
Identification of outlet : “ braserrie sunflower”
Identification of self : “ this is (mention your name)
Offering assistance : “ How may I assist you”
Example
“ Good morning, sunflower braserrie, Lusia’s speaking, How may I assist
you”

2.3 Safety and Security

2.3.1 Role and safety

Our goal is otprovde the environment which is safe for both internal and
external guest. The protection of our ;adies and gentlemen, and our property,
relies on everyone’s participation.

The following should be reported to loss prevention immediately :

a. All people of questionable behavior.

b. All accident
c. Any safety or fire hazards
d. All lost property
1. Medical emergencies.
What do you do when you have your guest or your colleague having
medical emergencies ?
Recommended action :

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 a. You have to deal with various medical emergencies.
b. When faced with any accident with no one around and you don’t know
what to do. Call for help immediately ( via operator)
c. Don’t leave person unattended.
2. Handling fire.
What do you do whe you find fire.
b. Close the door
c. Activate alarm
d. Phone emergency number
e. Evacuation people
f. Stay calm
3. Guest Privacy.
How do you ensure guest privacy
Recommended action :
a. Do not place guest messages, mail, faxes out in the public view
b. Do not connect call to the guest’s room unless caller is able to provide
name of guest
c. When approached by guest to open guest room door, refer guest to
reception.
d. At reception, when approached by guest for another key to open guest
room, besides verifying name and room number, ask another piece of
information to verify against guest registration record.
e. In all cases do not divulge any information to inquairer local travel
handling guest.

2.4 Neutral Working Zone.

2.4.1 Sexual Harassement.

Uninvited and unwelcome verbal of physical behavior of a sexual
harassementnatur especially by a person in authority toward a subordinate as
an employee or student.

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 2.4.2 Gender Discrimination
A situation in which someone is treated less well because of their sex, usuall
when a woman treated less well than a men.
2.4.3 Bullying
A superior strength or influence to intimidate (someone) typically to force
him or her to do what one want.
2.4.4 Stereotypes
A belief or idea of what a particular type of person or thing is like.
Stereotypes are often unfair or untrue
2.4.5 Racism
The belief that different races of people have different character and abilities,
and that your own races is the best.
2.4.5 Complaint
a. Chanel your complaint correctly
b. Describe than what, when, when, and who of the situation.
c. Report any retaliation
d. Invite witness to support your complaint.

2.5 Bousttead Property

a. Royale Chulan Kuala Lumpur

b. Royale Chulan Bukit Bintang
c. Royale ChulanSeremban
d. Royale ChulanDamansara
e. Royale Chulan Penang
f. Royale Chulan The Curve
g. Royale Chulan Hide Park
h. Royale ChulanCherating

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2.6 Royale Chulan Bukit Bintang History

2.6.1 Introduction
Royale Chulan Hotels & Resorts (managed by Boustead Hotels & Resorts
SdnBhd registration number 147089-A) has secured a strong footing in the
local hospitality industry, beginning its venture with the launch of the flagship
property The Royale Bintang Kuala Lumpur. Since then, the company has
strengthened its portfolio to build and grow further in the brand of True
Malaysian Hospitality with the addition of five other hotels, namely the 5-star
properties Royale Chulan Kuala Lumpur and Royale ChulanDamansara.
Therefore as of year 2017 there are now seven Royale Chulan branded hotels
in Malaysia with a property based in Hyde Park, London. Royale Chulan
Hotels & Resorts is a Malaysian chain of full-service hotels, founded and
owned by Boustead Hotels & Resorts SdnBhd - a subsidiary of the diversified
public listed conglomerate Boustead Holdings Berhad. The company places
marketing emphasis on business travel, but operates one leisure-oriented
resort as well. Royale Chulan Hotels & Resorts strive to become a stylish and
forward thinking leader of hospitality. From gala events to banquets to
business meetings to romantic days to remember, the group strongly holds to
its tagline - We Are Where You Want Us To Be.

2.6.2 Board of Directors

a. YBhg Tan Sri Dato’ Seri Lodin Wok Kamaruddin

b. YBhgDato' Sri GhazaliMohd Ali

c. Ms. CheahSweeChoo
d. YBhgDato' Baharuddin bin Musa

the first hotel of the company and possesses 400 guestrooms and suites. It is
strategically located in Bukit Bintang, known to many as the ‘heart’ of the

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 Kuala Lumpur city’s Golden Triangle'. All rooms designed in the modern
classic style suitable for business and leisure travellers. The hotel is fully
supplied with business and recreational facilities to accommodate one's needs.
The hotel's convenient location ensures easy accessibility to all major Kuala
Lumpur shopping malls and transportation hubs.

2.7 Restaurant Hotel

Hotel
Royale
Chulan Bukit
Bintang, Kuala
Lumpur has 3
restaurant. Such
as :
2.7.1
Sunflower
Brasserie

Pic 2.2 Sunflower Brasserie Restaurant

Which restaurant that open for breakfast, lunch and dinner. For
breakfast they open start from 7:00 am until 10:30 am, they provide
buffet as well for the guest enjoy their breakfast. For lunch we called it

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 “high tea” open start from 12:00 pm until 04:00 pm, lunch also
provide buffet as well. For dinner we open start from 06:00 pm until
10:00 pm and provide buffet also.
2.7.2 Royale Club
Which restaurant that open for breakfast and lunch especially for VIP
guest or the guest that stay at Royale Club room, and executive room.

2.7.3 Coffee dreamer

which restaurant that open for snack and coffee, they also provide
alacarte menu, they open start from 12:00 pm until 10:00 pm.
2.8 Meeting Room

2.8.1 Delima Hall

Which room that can provide place for meeting or for private dinner
for 80 people.
2.8.2 Tiara Room
Which room that have 350 pax for private dinner or for meeting
package. Tiara Room we can divide into 3 room where each room have
50 pax for dinner and meeting package.
2.8.3 Royale Ballroom.
Which room that have 450 pax for private dinner and meeting package.
Sam like Tiara Room we can divide into 3 room where 1 room have 100
pax of dinner and meeting package, and we also provide stage 12x24 fit
to completely guest needs.
2.8.4 Boardroom
This is our executive meeting room, wich we provide 10 seating for
meeting package, we also provide coffee machine, mineral water and some
snack as well to completely our guest needs. We guarantee for our guest
comfortable, and their nice memorable.
2.9 Training Activity

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 The writer learnt many things through this training program, learn more about
how to be a professional employee and learn about how to give a good service to
the guest. Actually, the writer did training in the banquet department, so I also
learn more about set up meeting, theater, class room, and set up for international
dinner; learn how to do excellence service.
2.9.1 Time and place On-the-Job Training

On the job training start from 24 August 2017 until 23 February 2018 at
ROYALE CHULAN HOTEL BUKIT BINTANG, KUALA LUMPUR. During
training I do in food and beverage service department in exactly in banquet section,
sometimes I do in Sunflower Brasserie. Sunflower Brasserie is one of restaurant in
Royale Chulan Hotel that open for Breakfast, Lunch, and Dinner. They provide local
cuisine and Indonesian Cuisine.

2.9.2 Schedule

When On the job training I learn about runner, server, and hostess. Sometimes I
do preparation, runner and closing when I at Banquet section.

Runner
Morning shift : 06.00 am – 02.00 pm
Middle shift : 11.00 am – 05.00 pm
Evening shift : 03.00 pm – 11.00 pm

Server
Morning Shift : 06.00 am - 02.00 pm
Evening shift : 03.00 am – 11.00 pm

Hostess
Morning shift : 06.00 am - 02.00 pm
Morning shift :07.00 am – 03.00 pm
Split shift : 08.00 am,12.00 pm – 5.00 pm,11.00pm
Evening shift : 03.00 pm - 11.00 pm

Table 2.1 Trainee Schedule

For schedule when I do in Banquet section is depend when the function or the
event will held.

2.9.3 Job and responsibility

a. Runner

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 a. Have to know job assignment first
b. Keep clean all the working area
c. Preparing all the equipment that use for operational
d. Pick up food to the kitchen and delivery food to the station
e. Prepare bread and serve to the guest
f. Polishing the cutlery and glasses that already used
g. Folding the napkin for prepare lunch and dinner
h. Always check personal hygiene and be well groomed.
i. Perform specific duties that will be required in their particular outlet

b. Server
a. Have to know job assignment first
b. Keep clean all working place
c. Prepare mise en place
d. Server will assigned certain side work that must be completed prior to the
opening or after the closing of the outlet each day. Server responsibility to
complete the work to the satisfaction of the service captain or outlet
supervisor
e. Ensure that the equipment that we use. Make sure all operational and non-
operational equipment are clean according to instructions.
f. Adheres to all rules and regulations set by the ,manaagement while on duty
g. Report to manager or service captain any accident or situation they cannot
handle by their self and report any complaint immediately
h. Check outlet after every shift for general cleanliness and ensure all areas are
in satisfactory condition.
i. Work as team member and offer help when needed
j. They act in pleasant, cheerful and courtesy way. Must have a through
product knowledge
k. Of all item and service procedure
l. Be alert and well inform about vessel
m. Should be punctual, efficient and above all courteous, assume at all the times
pleasing and helpful attitude toward each guest and always speak in a
pleasant toen they constantly strive to give excellent friendly service in a
good way.
n. Must be able to wrk rapidly during peak hour
o. Has a good understanding of people and genuine interest in pleasing the
guest
p. Practices correct and established “ courtesy”

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 q. Must be flexible with regard to their work schedule and are always
committed to the team image. They are punctuality and must give adequate
notice whenever serious circumstances prevent them form adhering to their
schedule
r. Must exercise correct service techniques at all time. They should never use
the equipment for any purpose for which it is not intended
s. Must understanding the co-operation required between front of the house
and back of the house staff
t. Has a constant standard of performance whether the operation is busy or not
u. Is open to constrictive criticism by the service captain or their superiors
v. They are always well groomed and nearly dressed in the prescribed uniform.
They will never frequent the outlet either on or off duty unless they are them
correct attire
w. Assist all guest with chair when arriving and departing
x. Provide courteous service to the guest and respond promptly to guest’s
inquires, complaint or request.
y. Has a clear understanding of company and regulation.
z. Handle all complaint and request immediately and ensure the guest are
satisfied with the service before they leave the restaurant.

c. Hostess
a. Have to know job assignment
b. Keep clean all the working place
c. Have to know the job areas and remember the table number
d. Prepare all hostess tools and stationary
e. Have to know all the time the information about all information in restaurant
especially guest reservation and guest preference.
f. Have to know procedure of handling guest reservation and be able to
handling reservation .
g. Be able to giving information to the guest about restaurant concept and
others
h. Be able to giving excellent first imperationto the guest
i. Be able to arrange the table for the guest with reservation or not
j. Be able to operate the table layout system and how to input guest’s data
k. Escorting the guest by doing standard operational procedure from greeting
guest until make the warm fare well when the guest leave the restaurant
l. Fill the log book for the next operational

2.9.4 Job Assignment at Banquet section

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1. Opening
a. Have to know job assignment first
b. Prepare any stuff that we will use for the operation
c. Take banquet event order
d. Read banquet order properly
e. Prepare table that event needed
f. Prepare table clothe
g. Prepare glass clothe
h. Prepare any glass ware and cutleries.
i. Set up the table as well
j. Put table clothe
k. Polish the glass ware and cutleries
l. Set up glass ware and cutleries as well
m. Set up stage, 12ft x 24ft
n. St up decoration as event request
o. Set up buffet layout.

2. Running
a. Have to know job assignment
b. Must use uniform as well clean
c. Keep clean working area.
d. Prepare the equipment that event needed
e. Must be able to how to do 5 basic service.
f. Maintains a friendly, pleasant and neat image to the guest.
g. Must be able to do crumbing down.
h. Carries of soiled and utensil from the event to the back out of house
washing.
i. Willing to perform duties assigned by the captain
j. Must be familiar to the name of food name
k. Co-operation with the fellow staff

3. Closing
a. Have to know job assignment.
b. Keep clean personal hygiene and working area
c. Prepare equipment and stuff to clear the event
d. Prepare trolley
e. Prepare soiled bag
f. Bring the dirty china ware, glass ware and cutleries to the back area
g. Crumbing the dirty table clothe.

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 h. Take off dirty table clothe and put into the soiled bag, and if the soiled
bag already full, put it into the trolley.
i. Clear up the table by flip it and put on the table trolley
j. Clear up all decoration.

2.10 Problem During On The Job Training Process

a. Problem
1. Knowledge possessed menu still in lacking
2. There are some differences between theory and practice gained in
college with industry practices
3. Lack of facilities and infrastructure, especially in the restaurant, in the
daily operation such as glasses and cutleries
4. Factor that strongly inhibits facilities such as the number of machines
that were broken so many hamper the smooth work
5. Lack of man power, where the hotel does not want to increase the
number of staff so that every day there must be training or other staff
who perform over time .

b. Resolving the problem

1. Improving the ability to understand all the science in question in the
food and beverage Department
2. Increase the ability of foreign language knowledge. Have the ability to
speak languages other than English will be an additional value
3. Over the initiative in asking if there are not understood in the operation
of the restaurant.

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 CHAPTER III
CONCLUSION

3.1 Conclusion

When On The Job Training process at ROYALE CHULAN HOTEL

BUKIT BINTANG, KUALA LUMPUR for 6 months in food and beverage
department, I have the conclusion as bellow:
On The Job Training is one of the studying process that must be followed
by all of the student in Hotel and Cruise International in each study program.
This program is the one off tool to the exacerbating knowledge of student which
may not got in the school. This program is the first step to identify job in hotel or
restaurant that can be use when work place.
Base on the explanation on chapter II I have conclusion that ROYALE
CHULAN HOTEL is the one Hotel in Kuala Lumpur that has compete facilities
for student to study there, they also have staff that have good knowledge to teach
the student as well, is has many kind of restaurant such as : Sunflower Brasserie,
Royale Club, Coffee Dreamer. Here we have to know the job and responsibility
during training process, we must be able to handling the guest by complete all
they need and their preference, have to know sequence of service that will use to
every guest who dine in your restaurant. Student who doing training in ROYALE
CHULAN BUKIT BINTANG will be trained by professional trainer that
certainly get complete knowledge for future.

3.2 Suggestion

3.2.1 Suggestion for hotel

1. Repair all tool which broken and maintain all the facilities

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 2. Recruiting the employee when high season
3. The company which is hire student to training must be doing
evaluation and hearing all training’s lamentation.
4. Cooperation with other department must be guarded for operational in
each section.
5. The quality of serving to the guest must be consider for guest
satisfaction
6. Should be consider with uniform because this is will be factor off for
the first impression with the guest.
7. Discipline must be increase
8. Must be increase the employee motivation
9. Must be more attend for new training.
3.2.2 Suggestion for collage
1. For instructor who teach study must be attend for student discipline
and attend for practical.
2. Must be increase about study program that use in training place before
join to the company to ensure able to work base on theory.
3. On the job training must be always doing for exercise student to
increase their knowledge.
4. The instructor must be teach the student always using English to
ensure that they have habit to speak English.
5. Must be increase the facilities for practical college.
3.2.3 Suggestion for student HI
1. Student must be able to keep collage image when doing job training
and doing job perfectly
2. Discipline, good attitude and professional must be increase for each
student
3. Must be have the initiative and high spirit to work
4. Must be loyal with the hotel
5. Keep all the facilities during using the restaurant practice place at our
collage.

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APPENDIX
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